Cancellation & Refund Policy

Last updated: 2026-10-29

This policy explains the conditions for cancelling transfer and tour bookings and receiving refunds.

Cancellation Conditions

Each transfer in your booking is assessed separately. You may cancel a transfer free of charge up to 24 hours before that transfer’s pick-up time, in which case the full price of that transfer (100%) is refunded. The pick-up time is your flight’s landing time on arrival and the pick-up time at your hotel on departure. No refund is given for a transfer cancelled less than 24 hours before its pick-up time.

How to cancel

To cancel, write to us by e-mail or WhatsApp with your booking number; our contact details are below. Once your cancellation is processed you will receive an e-mail confirmation stating any refund amount. The time we receive your cancellation request is used to calculate the 24-hour period.

Refund Process

Approved refunds are issued to the original payment method (card). The time for the refund to appear on your card depends on your bank or card provider and cannot be guaranteed by us.

No-Show

If you are not present at the designated meeting point and time (no-show), the service is deemed used and no refund is given.

Exceptions

If your flight is delayed, your driver will wait for you at no extra charge; in case of exceptionally long delays we will re-arrange your transfer, again at no additional cost. In exceptional cases such as flight cancellation or force majeure, a refund or alternative solution may be provided following an assessment by Bentour. Such cases are evaluated individually by contacting the customer.